Monica Cortez
West Covina,CA
Summary
Dynamic and results-driven leader with extensive experience at La County Department of Parks and Recreation. Proven track record in team management and exceptional communication, enhancing customer satisfaction and program effectiveness. Skilled in financial acumen and event planning, fostering community engagement while mentoring staff to achieve excellence in service delivery.
Overview
6
6
years of professional experience
Work History
Permanent Recreational Service Leader
La County Department of Parks and Recreation
Los Angeles, CA
03.2024 - Current
- Handled escalated customer complaints professionally, resolving situations in a manner that satisfied both parties whenever possible.
- Promoted teamwork within the department, leading to improved collaboration and greater overall effectiveness.
- Mentored junior team members in best practices for excellent customer service delivery, cultivating a culture of continuous improvement and growth.
- Established a high level of trust with clients by consistently delivering on commitments and maintaining open lines of communication.
- Managed a team of service representatives, ensuring consistent quality across all interactions.
- Improved response times to customer inquiries by developing efficient workflows and leveraging technology solutions.
- Increased customer satisfaction by providing exceptional service and addressing concerns promptly.
- Collaborated with the board of supervisors help host events to serve the community.
Recreational Service Leader
La County Department of Parks and Recreation
Hacienda Heights, CA
08.2022 - 03.2024
- Evaluated program effectiveness using performance metrics, making adjustments as needed to better meet the needs of seniors served by the center.
- Created and managed budgets, efficiently allocating resources for social and community service events.
- Researched best practices and developed strategies to improve program outcomes.
- Directed daily operations at Steinmetz senior center.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
Customer Service Representative
Target
Baldwin Park, CA
11.2018 - 06.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
60 Credits - General Studies
Mt. San Antonio College
Walnut, CAHigh School Diploma -
Baldwin Park High School
Baldwin Park 06-2017
Skills
- Team management
- Exceptional communication
- Coaching and mentoring
- Financial acumen
- Time management
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking
- Spiritual leadership
- Event planning
- Community outreach
- Task prioritization
- Team building
- Youth ministry
- Sorting and organizing
- Relationship building
Timeline
Permanent Recreational Service Leader
La County Department of Parks and Recreation
03.2024 - Current
Recreational Service Leader
La County Department of Parks and Recreation
08.2022 - 03.2024
Customer Service Representative
Target
11.2018 - 06.2019
60 Credits - General Studies
Mt. San Antonio College
High School Diploma -
Baldwin Park High School